Why can't I see all directory files?

When FTPing into besthomesnetwork.com with SMARTFTP, I only see the index.html and images files. Why?

The total site files must be on the server but I don't see them and can't access them to make changes.

The settings are set to "show all files"

Please respond ASAP

Thanks

In case you need it my ID = 400002060

We are in email contact with the customer.

Regards,